IT Support Lead

Novacard; Ciudad de México; On-site; MXN 520,000 - 900,000; Full time

Job summary

NovaFin is seeking an experienced IT Support Lead to ensure the availability, security, and continuity of technology systems in a fintech environment. You will lead N1/N2 support, manage IT infrastructure, and collaborate with Development and Security teams to resolve incidents and drive improvements.

The role requires coordinating support teams, implementing security policies, and maintaining IT services across our tech stack.

Qualifications

• 3–5 years of experience in IT technical support, Service Desk, or IT infrastructure.
• Experience coordinating technical support teams and managing N1/N2 incidents.
• Strong knowledge of hardware, software, networking, VPNs, and user administration.
• Experience with IT ticketing systems, monitoring tools, and IT service management platforms.
• Knowledge of ITIL frameworks, SLAs, and IT security best practices.
• Experience managing user access, cloud services, and critical incident resolution.
• Intermediate to advanced English proficiency.
• Strong leadership, communication, organizational, and problem-solving skills.

Responsibilities

• Coordinate and supervise first- and second-level technical support (N1 and N2) activities.
• Diagnose, troubleshoot, and resolve hardware, software, connectivity, and network incidents.
• Manage and maintain computer equipment, peripherals, mobile devices, and corporate IT tools.
• Administer user accounts, access rights, and permissions across internal platforms, financial systems, and cloud services.
• Monitor IT infrastructure, including networks, VPNs, firewalls, servers, and critical services.
• Provide technical support for internal applications and fintech platforms, collaborating with Development and Security teams.
• Oversee incident management, escalations, and Service Level Agreement (SLA) compliance.
• Implement and enforce IT security policies, including MFA, password management, patches, and system updates.
• Document technical procedures, solutions, and system configurations.
• Coordinate with external vendors to resolve technical issues and service disruptions.
• Participate in technology improvement projects, system migrations, automation initiatives, and continuous improvement activities.

Skills

IT support

Service Desk

Incident management

Team leadership

English proficiency

Communication skills

Tools

Ticketing systems

Monitoring tools

ITSM platforms

Job description

Join NovaFin!

At NovaFin, we are looking for an experienced IT Support Lead with a strong background in technical support, IT infrastructure management, and incident resolution to ensure the availability, security, and continuity of our technology systems in a dynamic fintech environment.

Key Responsibilities

• Coordinate and supervise first- and second-level technical support (N1 and N2) activities.

• Diagnose, troubleshoot, and resolve hardware, software, connectivity, and network incidents through ticketing systems, internal chat, and on-site support.

• Manage and maintain computer equipment, peripherals, mobile devices, and corporate IT tools.

• Administer user accounts, access rights, and permissions across internal platforms, financial systems, and cloud services.

• Monitor IT infrastructure, including networks, VPNs, firewalls, servers, and critical services.

• Provide technical support for internal applications and fintech platforms, collaborating with Development and Security teams.

• Oversee incident management, escalations, and Service Level Agreement (SLA) compliance.

• Implement and enforce IT security policies, including MFA, password management, patches, and system updates.

• Document technical procedures, solutions, and system configurations.

• Coordinate with external vendors to resolve technical issues and service disruptions.

• Participate in technology improvement projects, system migrations, automation initiatives, and continuous improvement activities.

• 3–5 years of experience in IT technical support, Service Desk, or IT infrastructure.

• Proven experience coordinating technical support teams and managing N1 and N2 incidents.

• Strong knowledge of hardware, software, networking, VPNs, and user administration.

• Experience with IT ticketing systems, monitoring tools, and IT service management platforms.

• Knowledge of ITIL frameworks, SLAs, and IT security best practices.

• Experience managing user access, cloud services, and critical incident resolution.

• Intermediate to advanced English proficiency.

• Strong leadership, communication, organizational, and problem-solving skills.